System and method for caller confirmation of call center agent notes
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United States of America Patent
Stats
-
Dec 9, 2008
Grant Date -
May 24, 2007
app pub date -
Oct 6, 2005
filing date -
Oct 6, 2005
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A system includes a computer workstation associated with an agent of a call center and a subsystem that includes automatic call distributor (ACD) functions for connecting a caller to the computer workstation of the agent, the subsystem being connected with a device of the caller via an Internet Protocol (IP) network. The agent transmits a first message over the IP network to a device of the caller during the call. The first message contains notes electronically recorded by the agent. Prior to or coincident with an end of the call, the caller sends a second message back to the system confirming the agent's notes. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).
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